Neeraj Arora, Assistant Vice President, Customer Experience, Farmers Insurance Group
Evolving Customer Centricity: THE THREE WAY BALANCE
Mike Ashe, Vice President, Mattersight
Understanding Customer Behavior to Navigate Toward Desired Outcomes
Jody Bhagat, Head of Online Sales, Marketing & User Experience, US Bank
Case Study: Delivering a seamless Mobile Experience
Bonita Inza, Founder, BlackDress Consulting and John Birrer, SVP Customer Experience, Charter Communications
Customer Experience Transformation
Paul Hagen, Principal Analyst, Customer Experience, Forrester Research, Norman Hajjar, Chief Customer Officer, Guitar Center and Roei Ganzarski, Chief Customer Officer, Flight Services, Boeing
CCO Fireside Chat—The Aha Moment—Why We Created a Customer Experience Department
Tabitha Dunn, Director, Consumer Insights, Citrix Online
Next Level NPS: Connect Customer Lifetime Value With Revenue Growth
BJ Emerson, VP, Technology, Tasti-D-Lite
Using Social to Reward Brand Loyalty
Larry Freed, CEO, Foresee Results
Managing Forward: Analytics To Understand The Multi Channel and Multi Device Customer
David Gudai, VP, Marketing, Storkie
Evolving Mobile, Social and Web Technology to Enhance the Customer Experience
Paul Hagen, Principal Analyst, Customer Experience, Forrester Research
Customer Experience—The New Brand Differentiator
Brianne Hattaway, Director of Customer Support & Insights, Threadless
Make Great Together: Providing the Full Customer Support Experience in a Community Environment
Bill Hoffman, SVP, Consumer Insights, Best Buy
Operation Customer—Special Forces Business Units To Improve The Customer Experience at Best Buy
Margaret Kedziora, Director Customer Care & Quality, Philips Lighting and Eddy Wong, Six Sigma Black Belt, Customer Care & Quality, Philips Lighting
Understanding Our Customer’s Expectations
Jack Mackey, VP, SMG
Opening Remarks by the Track A Chair
Candy Michael Vice President, Customer Feedback Office Net Promoter Certified Associate CXPA Member American General Life Companies Houston, TX
Panel Discussion: The Importance of VoC & Data-Driven Decision Making For Your Organization
Marc Parrish, VP, Customer Loyalty and Retention, Barnes & Noble
The POS Experience And Radical Loyalty
Eric Petersen, Director, New Media, Caesars Entertainment, Inc.
Escape to Total Rewards: Using mobile and social media to enhance the customer experience
Mary Linda Rivera, Executive Director, Patient Experience, Cleveland Clinic
Teaching Service Excellence to 42,000 Employees
Linda DeArmand Young, Director Addressable Advertising Product Team, Acxiom and Louis Rolleigh. Director, Packaged Analytics, Acxiom
Next Generation Customer Segmentation and Personalization
Jay Topper, SVP, Customer Success, Rosetta Stone
Customer Experience Synergies in a Global Marketplace
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